Bug Report – Missing Legendary Loot Box after 20 Opened

Platform: [PC]
Region: [EU]
BattleTag: [GoodKiller]

Issue Description:
While playing with friends, I noticed I had opened 19/20 regular loot boxes and had 2 more available from weekly challenges. After playing a few more matches, I earned my 20th box.

When I clicked to open it, my friend accidentally started a match during the loot box animation. This interrupted the animation, and when I returned to the main menu, the screen stayed black for a few seconds and didn’t respond to any commands. After a short while, it went back to normal.

However, I received no new items in my inventory, the loot box counter reset to 0, and I did not receive the guaranteed legendary loot box that should come after opening 20 standard loot boxes. I double-checked each hero and category — no new content appeared.

Later, I earned another loot box from a weekly challenge, which worked normally and gave me 2 victory poses, and my counter increased to 1/20 again.

Steps Taken:

  • Re-logged the game
  • Checked inventory thoroughly
  • Changed account password (as advised by initial support ticket)

Expected Result:
After opening 20 loot boxes, I should have received a legendary loot box, as per the system in place.

Actual Result:

  • No legendary loot box was granted
  • No contents from the 20th box
  • Loot box counter reset to 0

Additional Notes:
This is very frustrating considering how long it takes to reach 20 opened boxes, and I really hope the missing content can be restored.

Thanks in advance for your help.

I think there’s a lootbox history screen/menu that shows you what was acquired and when for situations like these where a box opens and a match starts. Does it have any data for that box that was opened?

Have the history of the box nº10, but i didnt received my Legendary box after 20